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Configure time off

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Posted on by ChewBackah

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Hi

We are looking into automating a lot of things in D365 Customer Service.
Right now we use cases but very basic and want to auto route cases based on capacity.

What I can't find is how we take into account leave days?

E.g. CS Agent is off for a week, how do we configure this in the system so that there are no cases routed/assigned to this person?

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Dengliang Li Microsoft Employee on at

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Hi,

In the workstream's work distribution settings, the Allowed presences option determines the presence status under which agents in the queue can be assigned work items.

In the following screenshot, an agent can only be assigned work if its presence status is Busy and Available.

Therefore, when I set the agent's status to Offline, it will not receive incoming work items.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.
If you have further questions, please feel free to contact me .

Best Regards,
Dengliang Li

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